SLA attainmenti
91.8%+2.4%Target 90%
Support operations
Good morning, Alex
Here’s how your service organization is performing today.
Updated 2 min ago · All teams
3 SLA risks need attentionEmail response time is trending 8% above target for Billing.
Review risks →Health snapshot
vs previous 30 daysService health
First contact resolutioni
76.4%+1.8%Target 75%
Avg. resolution timei
18h 42m-3h 12mTarget < 24h
Open backlogi
428+12.6%54 nearing breach
Performance trend
SLA
91.8%+2.4%
May 31Jun 21Jul 12Aug 02Aug 16
Customer experience
Rolling 30 daysVoice of customer
4.7/ 5
CSATPositive1,842 responses
+0.25.8/ 7
CESLow effort1,106 responses
+0.4+52
NPSExcellent3,024 responses
+8 ptsChannel performance
3 active channelsSLA scorecards
POn target
Phone
80% answered ≤ 20 secSLA attainment92.4%
+3.2%Inbound volume4,208
Avg. speed to answer14 sec
Abandon rate3.8%
CWatch
Chat
90% first response ≤ 60 secSLA attainment88.7%
-1.4%Inbound volume2,816
First response52 sec
Abandon rate5.1%
EEmail
90% first response ≤ 4 hrAt risk
SLA attainment84.3%
-4.8%Inbound volume6,104
First response3h 47m
Open backlog312
Productivity & efficiency
186 staffed hours todayTeam operations
AHTi
7m 24s-36 secTarget < 8m
Occupancyi
82.6%+1.4%Target 75–85%
Productivityi
36.2+3.1Daily average
Transfersi
6.8%-0.9%Target < 8%
Agent leaderboard
Top performers
AgentResolvedFCRCSATOccupancyStatus
1MC
18486%4.9Maya ChenEnterprise
84%
Online2JL
17282%4.8Jordan LeeBilling
81%
Online3PS
16880%4.8Priya ShahTechnical
79%
In chat4TM
16178%4.7Theo MartinGeneral
83%
AwayResolution quality
Target 75%FCR by channel
Phone81%
Chat79%
Email68%
Backlog age
↓ 8.1%